CUSTOMER & EMPLOYEE EXPERIENCE

HOW TO GENERATE A CONSISTENT, OMNICHANNEL EXPERIENCE THAT DELIVERS VALUE TO CUSTOMERS ACROSS ALL TOUCH POINTS.

WE CONNECT THE DOTS, CREATE EXPERIENCES

On BRAINTRUST we believe in DESIGN that allows us to empathize with USERS, help to understand ORGANIZATIONS and generate solutions that bring value to both.

 

DESIGN AS A FACTOR OF CHANGE

We work at both the STRATEGIC and INTERFACES levels to generate spaces and dynamics that promote consistent experiences, transversal to all CHANNELS.

 

DESIGN AS A METHODOLOGY

We apply a STRATEGIC approach to experience design based on knowledge of user needs by exploring the problem space both qualitatively and quantitatively.
We adapt a classic DESIGN THINKING cycle to the particularities of all our design projects.

 

U

DISCOVER

We explore the user's context, empathize and discover "the what", combining qualitative, quantitative studies and experience analysis.

IDEAR

We work hand in hand with our clients both in the strategic definition based on their business objectives and in the points of contact with their clients.
l

LANDING

We bring down to the level of organization and interactions the decisions taken, specifying from training plans to the design of digital channels.

TEST

We test with users to ensure the impact of design decisions, both at the concept and interface levels.
g

IMPLANT

We support our clients' teams at the organizational and technological levels to ensure the quality of the final product.
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MEASURE

The definition of indicators at both the objective and experience levels is the only way to track the real impact of a project on an organization.

ASSOCIATED METHODOLOGIES

CUSTOMER EXPERIENCE - CE BLUEPRINT

Methodology that facilitates the "landing" of the designed experience to the internal processes of the company, in a way that guarantees that the experience delivered to the customer is really the one that has been designed.

CUSTOMER EXPERIENCE - CE CUSTOMER READINESS

Methodology oriented to provide the top management of the companies with the state of development and compliance of the modification of internal processes proposed in the "Blueprint", but instead of working based on the fulfillment of the milestones of the different projects, it is done based on the measurement of the experience delivered to real customers at each moment of the Customer Journey.

CUSTOMER EXPERIENCE - CE DESIGN MODEL

Methodology that simplifies the process of designing the experiences to be delivered to the customer. The methodology contemplates the cognitive balance of all phases of the "Customer Journey" to achieve the desired experience.

ANALOG - DIGITAL" EXPERIENCE DESIGN

Ensures that the Digital Transformation responds to the desired experience.

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CPU - CHANNEL MONITORING USER TESTING CENTER

It facilitates the testing of company processes through its impact on the real experience of users in the different channels. Both mystery users and real users incorporated into a Panel are used.

ADVANCED VOICE OF THE CUSTOMER MONITORING

System that collects and manages the opinion and comments received from customers through all points of contact between them and the company.

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